Support

MSAB Technical Support

Mobile forensics can be challenging at times and when working on time sensitive cases it is important to know where to turn for assistance.

MSAB are proud to offer a dedicated world class Technical Support Team who are experienced, knowledgeable and quick to help with all your technical support needs relating to MSAB products. Whether you need help with updating the software, extracting a new type of phone or simply a helping hand in in the right direction, MSAB Technical Support is here for you.

Making Contact with MSAB

Technical Support is available to MSAB license holders via email, phone or website LiveChat. Phone and LiveChat is available during office hours listed here. Outside of these hours please send an email describing your issue and we will get back to you as soon as we are able.

Please always include your XRY license number in any contact. We also recommend you send a copy of your XRY log file with your query where possible. MSAB Technical Support always aim to respond to you within 24 business hours.

MSAB Help Documentation

All MSAB tools come with built-in help documentation to assist users to get the most  out of MSAB software. The help documentation can be accessed from Menu>Help file in XRY and in XAMN, by clicking the question mark icon in the ribbon bar. The help documentation can also be downloaded from the MSAB Customer Portal: https://customer.msab.com/Documents

The XRY Device Manual contains detailed information on what data can be extracted from all supported devices. The device manual will also show what devices, applications and versions are supported for each extraction type in XRY, as well as circumstances where data can be extracted.

We always advise users to consult the necessary help documentation before contacting us.

Equipment Warranty

All new equipment supplied by MSAB is covered by a 24 month standard hardware warranty. The warranty can be extended indefinitely for MSAB products provided the license is renewed without interruption. For more information about warranty claims please visit https://customer.msab.com/WarrantyReturn/Index or contact support@msab.com

MSAB Customer Forum

We encourage our customers to share information with each other! You can often get assistance out of office hours by sharing your support issues with other users on our Customer Forum – often others have already encountered similar issues and you can see the advice already given to them.

You can reach the forum though our Customer Portal.

Phone Support

Sweden (Swedish and English speaking)

Monday-Thursday 8am-5pm & Friday 8am-3.45pm (Central European Time / UTC +1) )

Swedish phone number: +46 8739 0270

UK Freephone: 0808 234 2450

German Freephone: 0800 1827441

USA (English speaking)

Monday – Friday 8am–5pm (Eastern Time / UTC -5)

+1 703 750 0162

France (French speaking)

Monday – Friday 8am–6pm (Central European Time / UTC +1)

+33 1 53 30 79 42

Please use the following email addresses when contacting MSAB

Please ensure to include the following details when contacting MSAB Technical Support

  • License number and software version
  • Your Windows version
  • The details of any error message displayed
  • The phone model you are trying to examine as well as the extraction log (where applicable)

Contact us

If you are a potential customer interested in learning about our mobile forensics solutions or services, please use this form for your inquiry.